Technical Support Analyst

Los Angeles, California

Job Description

We are seeking a proactive and experienced Technical Support Analyst to join Pillsbury Winthrop Shaw Pittman LLP's Los Angeles office. This mid-level role is ideal for a professional with a solid technical foundation and experience in technical support. You will be responsible for resolving a range of IT issues, supporting end-users, and ensuring smooth daily operation of critical business systems, with a particular focus on applications and workflows common in legal practices.

Primary Responsibilities

• Provide technical support for hardware, software, and networking issues.
• Support Microsoft 365, Windows OS, document management systems, and remote access platforms .
• Serve as a point of escalation for complex incidents and collaborate with senior analysts or vendors as needed.
• Assist with onboarding and offboarding of employees, including account provisioning and equipment setup.
• Maintain accurate documentation for systems, procedures, and troubleshooting guides.
• Provide service desk support during downtime and on an as needed basis by monitoring and responding to support tickets in a timely and professional manner.
• Participate in IT projects, rollouts, and upgrades.
• Provide support for audiovisual systems, conference room technology, and telecommunication systems as needed and occasionally during after-hours office events.
• Ensure data security policies and compliance standards are upheld.

Qualifications

• Three to five years of experience in an IT support role, preferably within a law firm environment.
• A comprehensive knowledge of Windows 10/11, Microsoft Office, and Teams is required. Experience with macOS, iOS and Androids are highly desired.
• An understanding of printers, remote access tools, and mobile devices are required.
• Experience with Mobile Device Management (MOM) is highly desired.
• Experience with utilizing ticketing and asset management systems, such as ServiceNow is desired.
• Strong problem-solving skills and ability to communicate clearly with both technical and non-technical users.
• Ability to work independently, manage multiple priorities, and remain calm under pressure.

Physical Requirements

• Ability to sit in assigned work area, answer telephones, and respond to e-mails in a timely manner, and type proficiently for long periods of time
• Ability to lift up to 50 pounds individually or assist in the lifting or large parcels

Preferred Qualifications

• Working knowledge of legal applications, including document management systems.
• Familiarity with data privacy and compliance regulations.
• Experience supporting hybrid or remote work environments.
• IT certifications or coursework.

• Qualified applicants with arrest and conviction records will be considered for the position in accordance with the California Fair Chance Act.
• California Pay range for this role, with final offer amount dependent on skillset and experience, is $75,000-$85,000.
• Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.
• If you require an accommodation in order to apply for a position, please contact us at PillsburyWorkday@pillsburylaw.com .